BT Cloud PhoneUser guide for My Extension

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1. Welcome to BT Cloud Phone 32. Express setup 43. Accessing the BT Cloud Phone portal 64. My Extension dashboard 74.1 Overview 74.2 Messages 84.3 Call log 84.4 Contacts 94.5 Settings 94.6 Tools 104.7 FaxOut icon 114.8 RingOut icon 114.9 Conference button 124.10 Do not disturb 134.11 Get help 145. Settings 155.1 User details 155.2 Phones & numbers 165.3 Screening, greeting & hold music 175.4 Call handling & forwarding 185.5 Messages & notifications 205.6 Outbound caller ID 205.7 Fax settings 216. Mobile app 226.1 Getting around the app 226.2 Active call controls 307. Desktop app 317.1 Getting around the app 327.2 Active call controls 468. Meetings app 498.1 Host a meeting 498.2 Join a meeting 51 8.3 Meetings reports 539. Call monitoring and call park 549.1 Call monitoring 549.2 Public call park 559.3 Park locations 5510. BT Cloud Phone integrations 5610.1 Microsoft Office 365 5610.2 Google 5710.3 Skype for Business 5710.4 Meetings plug-in for Microsoft Outlook 5810.5 Microsoft Dynamics CRM 5810.6 Salesforce 5810.7 Zendesk 5910.8 Desk 59

999 or 112 emergency calls

Each BT Cloud Phone number is registered to a specific address, so when you make a 999 or 112 call from this number, that’s the address the emergency services will see.

You might not be able to make 999 or 112 calls when there’s a power or network failure or if using the service through an app on a mobile device.You can check or update your emergency address on the BT Cloud Phone portal in the Settings tab under Phones and numbers. Click on a device to see the emergency address in Phone details and add anything that’s missing. If you’ve got more than one device, you need to enter the address for each of them.

Remember to keep emergency addresses up to date. If you move a device to a different address, you’ll need to update the emergency details straight away. It’ll avoid a delay if you ever need to use the device to call 999 or 112.

What’s in this guide

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Manage your business communications on any device, from any location, at any time.

You can log in to the BT Cloud Phone portal from a desktop, smartphone or tablet, making it simple to check or update your phone services wherever you are. Access your contacts, manage your account details and passwords, view your devices and set up your features, check key service information, or download apps quickly and easily.

The Express setup and simple navigation mean you’ll be ready to go within minutes – just activate your account and follow the on-screen instructions and this user guide to get started.

1. Welcome to BT Cloud Phone

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2. Express setup

Once you’ve been set up as a BT Cloud Phone user, you’ll receive an email like this one. It will have your company’s main phone number, your assigned extension number and a link; just click on this to begin.

The first thing you’ll need to do is activate your account. Choose a login password, a PIN for voicemail and a security question to start the BT Cloud Phone Express setup. You’ll be guided through a quick way to personalise your new phone system and handle incoming calls; reviewing your contact details, setting up your address for emergency calls, adding forwarding numbers and their order of priority, and sorting out your voicemail greeting.

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2. Express setup

You’ll now have the chance to download BT Cloud Phone apps for your mobile device and desktop computer. Mobile apps for Android, iPhone and iPad give you quick and easy access to your BT Cloud Phone account wherever you are. Desktop apps let you control calls from your PC or Mac.

If you skip any steps, you can complete them later.

We recommend that you go through everything now (it won’t take long) to get the most from your BT Cloud Phone system.

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You can log in to the BT Cloud Phone online portal from a desktop, a smartphone or a tablet.

1. Go to portal.btcloudphone.bt.com and sign in using your main BT Cloud Phone number and password. There are options to sign in with email if this is set up in your user details, or using a Google account if you’ve got one. The portal works with a range of browsers, including Internet Explorer, Firefox, Chrome, Safari and Webkit.

2. Download the BT Cloud Phone mobile app for your smartphone or tablet (see section 6. Mobile app).

3. Accessing the BT Cloud Phone portal

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Every time you log in to BT Cloud Phone, you’ll see the Overview screen of thedashboard. This is your starting point. It gives you a summary of recent call activity and lets you get to all the other features and services you’ll need (see below). Just use the tabs at the top of the screen or the shortcuts on the right-hand side.

4. My Extension dashboard

4.1 Overview This is a snapshot of your latest activity with links and announcements so you’re always aware of the latest news or updates.• View your most recent messages and calls.• Take shortcuts to popular settings and options for call handling and voicemail.• Check your account status and any recent announcements.• Provide feedback on your BT Cloud Phone service.

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4.2 Messages Click on the second tab at the top of the screen for more information about your voicemail and fax messages.

• See lists of inbound and outbound callers.• Get easy access to your voicemail.• Click on a contact’s number to call them back.• View faxes.• Save voicemail and received faxes to your computer.• Forward messages and faxes using your email.• Delete and undelete items.• Block callers.• Find and listen to any on-demand call recordings you’ve made.

4. My Extension dashboard

4.3 Call log • Use this tab to view call activity and create customised logs and reports so you can review incoming and outgoing calls and faxes.

• Look at a simple version or pick a more detailed view with itemised steps to explain what happens to a call and individual call costs.

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4. My Extension dashboard

4.4 Contacts Use the Contacts tab to see your full list of company-wide and personal contacts.

• Add personal contacts or import them from your computer.• Use the Search box to find people quickly.

4.5 Settings Click on the Settings tab to view and change your user details.• Use the down arrows to manage your call handling, voicemail settings, user hours,

password and more (see section 5).

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4. My Extension dashboard

4.6 Tools Download a range of apps from this tab so you can use your BT Cloud Phone services wherever you are, whichever device you’re on.

• Mobile apps add the service to your Android, iPhone and iPad (see section 6.1).• Desktop apps let you control calls from your PC or Mac (see section 6.2 for

more information).• Meetings* is where you can download the meetings app for video conferencing and web

sharing and access reports on its usage (see section 8.3).• Archiver* lets you connect to Dropbox, your SFTP or Google Drive so you can

upload recordings.• App for Salesforce* brings together your BT Cloud Phone and Salesforce CRM • App for Zendesk* brings together your BT Cloud Phone and Zendesk customer

support software. • RingMe adds a button to your website and emails so customers can call you directly

with just one click.

* Only for Connect and Collaborate customers.

4. My Extension dashboard

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4.7 FaxOut icon To send a fax, choose a name from your contacts or type the number manually.

• Attach or scan a document, which is automatically converted into a fax.• Send files from your computer, Dropbox, Box or Google Drive with just a few clicks.

4.8 RingOut icon • You can use this feature to make one-touch calls using your business ID from any phone or internet-enabled computer.

4. My Extension dashboard

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4.9 Conference button Use this button to set up, host and join conference calls anytime, anywhere, for up to 1000 attendees.• Gives you the UK dial-in number, plus host and participant access codes. You can

even add international dial-in numbers and let participants join and start the call if you’re running late or can’t make it.

4. My Extension dashboard

• Use Invite by email to open an email with pre-written conference details – you just need to enter participant emails and send.

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• Access all features through the touch-tone Conference commands.

4. My Extension dashboard

4.10 Do not disturb Above the top bar you’ll see the Do not disturb icon. If you need a few moments to focus without interruptions, set your calls to suit:• Green: take all calls.• Orange: don’t take any calls from a call queue (only seen if you are part

of a call queue).• Red: don’t accept any calls. With this option, all calls are sent to voicemail.

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You’ll see the Get help link in the top right hand corner, or you can access it at support.btcloudphone.bt.com. You’ll find lots of useful ‘how-to’ articles for both administrators and users which are organised into relevant categories and provide ready answers to most questions. You can also search the knowledge base by keyword or phrase. Common tasks are supported by short video tutorials to guide you through the process. There are links to user guides for the system and phones and you can submit a case online and get real-time updates from an expert.

When you use the knowledge base, please help to improve it by rating the content.

If the Help centre articles, guides and videos don’t tell you what you need to know or if you have any problems setting up or using your BT Cloud Phone system, you can contact BT Cloud Phone support on 0800 389 0598. If you have BT Cloud Phone Connect or Collaborate, we’re open 24/7. If you have BT Cloud Phone Basic or a single user account, you can call us 8am to 6pm Monday to Friday (excluding public holidays).

4. My Extension dashboard

4.11 Get help

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5. Settings

Organise your BT Cloud Phone so it suits the way you like to work. Click on the relevantsection to view and make changes to your settings.

5.1 User details Click on User details to view and update personal details including email, any rolesthat control what you’re able to do within the system, user hours and password.

In the General tab, use Record username to make sure that the system pronounces your name correctly.Tick ‘Use email address to log in’ if you want to sign in to BT Cloud Phone using your email.

In the Settings & Permissions tab, click on Schedule meetings for me if you want to allow other users to set up BT Cloud Phone meetings on your behalf. Then, when they create a new meeting in the meetings app, they’ll have the option to select your name from the Schedule for drop down box.

Click on Apply under Template if you want to use the same settings as other users of atemplate created by your administrator.

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5. Settings

The three tabs in this section contain all the information you need about the devices and numbers linked to your account with options to add direct numbers and phones.

The Numbers tab shows the phone numbers that can connect directly to your extension. Click Edit to set the number type, such as Voice only, and choose whether calls to this number should connect to the auto-receptionist or your extension.

The Phones tab lists your active phones, including the desktop app. Click on Edit to see the phone details including the emergency address. You can add anything that’s missing and give the phone a descriptive nickname to quickly identify who has it and how it’s used. For example Jane Smith Desk Phone. Tick Use HD Voice if possible to experience better call clarity and background noise reduction.

Presence is where you can decide who gets monitored and how you want to handle the calls. In the Permissions tab, select On if you want other users to see your presence status – available, busy, or on hold. You can select users you want to answer your calls, perhaps your PA or a receptionist. If you’re monitoring other extensions, you’ll need to check they’re listed in the Appearance tab. Use the Preview option to test how the contacts will appear on your phone. Whenever you add extensions to the list, you’ll need to turn your phone off and on. Check the box if you want your phone to ring when any extension you’re monitoring receives a call.

If you have phones that accept intercom calls, the Intercom option lets you decide which phones can receive intercom messages and who is able to send them.

5.2 Phones & numbers

Please note:The following BT Cloud Phone IP phones have presence capability:• Polycom® VVX® 300 series.• Polycom® VVX® 400 series.• Polycom® VVX® 500 & 601.

To make sure you experience the quality of calls you’d expect, only IP Phones supplied from the BT Cloud Phone portfolio can be connected to the service – we have a range to choose from, so you can pick the one that best suits your business needs.

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5. Settings

5.3 Screening, greeting & hold music

You can screen your calls by prompting callers to announce who they are before youanswer. Select the On button for Call screening then choose the situation when youwant callers to say their name.

Use the Blocked calls tab if you want to prevent certain numbers from calling you.

Click here to update your greeting, connecting message, connecting music or hold music – basically, anything that people hear when they get through to your extension. Choose different options depending on whether people are getting in touch during User hours or After hours.

You’ll have a default user greeting, such as ‘Thank you for calling (your name)’. If you’d rather create one of your own, click on Edit below User greeting, select the Custom option for Set greeting – then go ahead and make your own message.

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5. Settings

In this section, you can change where your calls go and the caller information that yousee. Choose different options depending on whether people are getting in touch duringUser hours or After hours.

5.4 Call handling & forwarding

You can add up to ten forwarding numbers for your incoming calls and set them to ring either one after another in order of priority or all at the same time. To include other users in the list, click on the three dots icon, then Forward to other users’ phones and select the phones that you want to forward calls to. Use Create ring groups to get several of these numbers to ring at the same time.

Call forward for unreachable phones (only for Connect and Collaborate customers) lets you forward calls to another extension or an external number if callers can’t connect to your service for any reason, such as when power or internet connection is lost. If you can’t see this feature, you’ll need to contact BT Cloud Phone support to activate it.

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5. Settings

Use the Advanced tab to create Custom answering rules, a powerful feature that lets you set up rules for your incoming calls based on the time of day, date range, incoming caller ID and called number. Create as many rules as you want and turn them on and off as you like. Custom answering rules will override your regular call handling.

In the Settings tab, use Incoming call information to hear an announcement when your extension or phone is called directly or choose what appears on your phone when you receive a forwarded call from your BT Cloud Phone account – this information will help you to answer the call appropriately.

The Call flip feature lets you transfer calls from one device to another without interruption. Once you’ve added devices to your call flip list they are given a flip number. To use the feature when you’re on a call, press the asterisk key (*) followed by the relevant flip number and the call is moved immediately to that device.

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5. Settings

Here you can choose options for taking messages and voicemail greetings and who they go to. You can choose different settings for User hours and After hours to suit the way you work. In the Settings tab, you can also set up email alerts for when you have a voicemail message or fax, or when you miss calls.

5.5 Messages & notifications

Click on Outbound calls/faxes in the dashboard’s left hand panel to bring up this option. You can update the phone number you display as your caller ID for outgoing calls and faxes by phone and by feature. The default setting is to show the main company number but you can choose to block it altogether if you prefer. Check the box under Internal calls if you want to display your extension as your caller ID when calling colleagues.

5.6 Caller ID

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5. Settings

Click on Outbound calls/faxes in the dashboard’s left hand panel to bring up this option.Here you can set the information and outbound fax number ID that will be printed on your fax cover page. Use Faxes sent via email to send faxes from approved email addresses to the recipient’s 10-digit fax number followed by @fax.btcloudphone.bt.com. BT Cloud Phone will only send the fax if the sender’s email is on the list. If you prefer, you can also use the FaxOut icon on the dashboard (see section 4).

5.7 Fax settings

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6. Mobile app

The BT Cloud Phone mobile app is an easy and convenient wayto access your BT Cloud Phone account wherever you are.You might have already installed it during your Express setup butif not, you can download it from the Tools tab on your dashboardor by visiting your apps store. The mobile app is available forAndroid and Apple iOS platforms. To use the mobile app, you’llneed to meet the BT Cloud Phone system requirements.

You’ll always have quick access to mainfunctions by tapping the icons acrossthe bottom of the screen, includingmessages, call log and contacts.To access the full range of functions,tap the More icon.

My profile in the top left-hand corneris where you can change your settings,photo and more.

My profile

Use My profile to manage some of themore specialist features as well as someof the basics (you’ll need to scroll downto see them all).

6.1 Getting around the app

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6. Mobile app

Status is where you can set your presencestatus as:

Available

Busy

Do not disturb

Invisible

In Accept calls you can choose whetherto accept or disable incoming calls, butonly if your presence status is set to busyor invisible.

Turn on Data (VoIP) calling to make or receive calls using your wi-fi or mobile data connection, depending on the VoIP call settings.

Extension settings lets you view and change all the BT Cloud Phone settings that we covered in section 5.

In Phone system (only for administrators) you can view and change all the BT Cloud Phone administrator settings.

Billing (only for administrators) lets you manage your service plan, view your billing history, check charges by destination and set permissions for international dialling.

Mobile app settings is where you’ll see the following features:

• Data (VoIP) calling as mentioned above.

• Caller ID to set the number you want people to see when you call them. You can choose to block it altogether if you prefer.

• Default launching lets you turn off Call from Android dialler and select Google Voice as your preferred dialler (if you are on an iOS platform).

• Cloud storage lets you use documents and images that you’ve stored in cloud data apps such as Dropbox and Box.

• Re-sync messages inbox synchronises all messages from your BT Cloud Phone account with the mobile app.

Reports (only for administrators) lets you view incoming and outgoing call activity over a chosen date range as summary data and charts.

About is where you can take a quick product tour that outlines the main benefits of your service. You can also see what’s new, send a feedback email, rate the mobile app, view BT and RingCentral privacy policies, software licences and version details.

Logout from the phone number and extension displayed.

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6. Mobile app

Messages

Check your voicemail, incoming faxes and texts here. The top banner tells you whether you’re viewing all messages or just texts or voicemail or faxes. Use the down arrow to choose what types of message you want to see. Tap a message to listen to, view or read it. You can call them back or send a business text directly from the message. Tap the ‘i’ symbol to see the contact information, then use it to return the call, send a business text or a fax, create a new contact, add the number to an existing contact or block the number.

To send a new business text to one or more company contacts or groups, choose Text messages and tap on the plus sign (+). Enter the names or phone numbers manually, or select from your Contacts by tapping the plus sign.

To send a new fax, choose Fax messages and tap on the plus sign (+). Tap in the To: field and type in the names or phone numbers of the recipients, or select them from your Contacts by tapping the plus sign (+). Choose the style you want to use for your cover page and attach files from your documents folder, photo gallery or cloud data apps such as Dropbox and Box.

Use the Search box to find messages by sender name or number. To delete messages tap on the tick symbol. Tap on the plus sign (+) to send a new text or fax directly from the Messages function.

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6. Mobile app

Recents

Your call history will be here, includingcalls you have made, received and missed.If you haven’t called anyone back, thenumber will be shown in red. The topbanner tells you whether you’re viewingall calls or just your missed calls – use thedown arrow to swap between these twooptions. Tap any contact in the log to callthem or the use the ‘i’ symbol to view anduse the contact information. Use the filterto view a call log for just personal orcompany contacts. To clear your Recents,call log, tap on the bin symbol in the topright hand corner.

Contacts

Use the down arrow in the top banner to view all your contacts combined into one list, the people listed in your companydirectory, your personal contacts or justyour favourites. Tapping a contact name brings up their details includingextensions, direct and mobile numbersand email address. Use the text or phoneicon to send them a message or call themfrom this screen. You’ll be able to see ifthey’re available thanks to the green/redpresence dot, so you can try and avoidspending too much time on hold. You canuse the Search box to find specificcontacts by name, number or extension.To add to or edit your Personal orFavourite contacts, tap the plus sign (+)or tick symbol in the top right handcorner. Use the filter icon to apply filtersto your contacts so you only see thoseyou want to.

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6. Mobile app

Keypad

Type the number on the keypad thentap the green Call button to connect.You can make a call in other ways bytapping on the Call icon wherever itappears, when listening to voicemail or reading texts, or in the contactinformation.

More

Tap here to access these extra functions:Join now, Conferencing, Meetings,Documents and Park locations.

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6. Mobile app

Join now

You’ll see the Join now function if you’veswitched it on in your desktop appsettings. It lets you view your Outlook,iCalendar or Google calendar alongsideany BT Cloud Phone meetings andconference calls for that day. Just tapJoin to join a meeting or Reply to send amessage such as ‘Will be 10 minutes late’.

Conferencing

Use this to host conference calls with upto 1000 attendees. Select Join beforehost if you want to let participants joinand start the call if you’re running late orcan’t make it. You can invite participantsby text or email, with the option of usingmessages with pre-written conferencedetails – then just tap Join as host to getthings started.

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6. Mobile app

Meetings (only for Connect and Collaborate customers)

This loads the BT Cloud Phone meetings app – see section 8.

Documents

This is where you’ll find any documentsimported from email or other apps.You’ll be able to use them for faxing –in your email press and hold on theattachment link for the option to add itto BT Cloud Phone documents. Use thetick symbol to delete documents onceyou’ve finished with them.

Park locations

This is where you can pick up a call thathas been parked in a park location groupthat you’re part of. To answer the call,hover over the park location extensionand click Pick up.

The red dot on the More icon tells you ifthere’s a call already parked.

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6. Mobile app

Call switch banner

This notification banner appears when you have an active call on another device. Tap on the banner to switch the call to the mobile app without missing a word.

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6. Mobile app

The following options appear while you’re on a call that you’ve made or answered. Use them to help you manage your calls:

Mute turns off your microphone.Keypad lets you enter a number from the options given in a call menu.Speaker lets you use any of your audio sources, such as a headset and internal speakers.Hold puts the person you’re talking to on hold until you tap it again.Record activates On demand call recording for your extension. Recordings are saved in your extension’s online account and the desktop app.Switch to carrier will transfer a call from your local VoIP service to your mobile carrier if the wi-fi signal is weak.Transfer will move a call to other extensions or call queues on your BT Cloud Phone system.Park lets you put a call on hold so that anyone in your network can pick it up. Or, if you’re part of a park location group, you can park it to the park location extension.Flip lets you transfer live calls to another one of your devices without interruption.End breaks the connection when you’ve finished your conversation.

The following appear while you’re receiving a call:

Answer connects you to your caller.To voicemail will forward the call to your voicemail.Reply with message sends the caller an audible message.

6.2 Active call controls

Calls to iPhonesIncoming calls to iPhones will interrupt BT Cloud Phone VoIP calls. To continue your BT Cloud Phone call you’ll need to reject the iPhone call, or you can answer it to put the BT Cloud Phone call on hold.

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7. Desktop app

The BT Cloud Phone desktop app can be installed to your desktop screen; use it to make and receive calls, texts with company contacts and faxes through your computer – you can even hold a conference with it. What’s more, it can be downloaded to multiple computers. It’s compatible with Microsoft Windows and Mac OS, and it synchronises with Outlook 2013 contacts. You might have already installed it as part of your Express setup; if not, you can download it from the Tools tab on your dashboard. To use the Desktop app, you’ll need to meet the BT Cloud Phone system requirements.

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7. Desktop app

You’ll see all the menu functions on one screen, at the top and bottom, with messages and information in the middle:

7.1 Getting around the app

Messages

Check voicemail, incoming faxes and business texts. Click on a message to listen to, view or read it. Icons below the message give you quick access to a range of responses. You can use these to call the person back, send them a text, delete messages, save voicemail, receive faxes to your computer, forward or resend faxes, mark as read or even block the number. Click on the info icon to view message details; if the number isn’t in your contact list you can create a new contact or add the number to an existing contact. Use the Search box to find messages by sender name or number.

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7. Desktop app

Favourites

Quickly find the people you talk to the most by adding them to your Favourites. Hover over the user to make a call or text them if they’re company contacts. You’ll also be able to see if they’re available thanks to the presence status dot by their name, reducing the amount of time you spend on hold. Right click on any contact and select Edit to reorder your favourites as you can or delete them altogether.

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7. Desktop app

Join now

The Join now function lets you view yourOutlook, iCalendar or Google calendaralongside any BT Cloud Phone meetingsand conference calls for that day. You’llneed to switch it on and allow access toyour calendar. To do this either click onthe Join now icon or go to the desktopapp settings.

In Join now you can:• view upcoming meetings.• click to join a meeting from the

Join now screen.• receive reminders with quick actions

to join a call or view meeting details.

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7. Desktop app

Call log

View your call history, including calls you’ve made, received or missed, and any callrecordings. Double click on a contact in the log to speak to them. Click on the ‘i’ symbolto view the contact information, then use it to make a call, create a new contact, addthe number to an existing contact or block the number.

Calls with recordings are marked with a red dot. Click on the entry in the All or Recordings tab to listen to or download a recording, make a call or block the number.

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7. Desktop app

Contacts

View your contacts, using the filter icon if you only want to see company or personalcontacts. A blue star lets you know they’re included in your Favourites. Click on theplus sign (+) to add to your list of personal contacts. Use the Search box to find specificcontacts by name, number or extension. Clicking on a contact name brings up theirdetails including their presence status, extensions, direct and mobile numbers andtheir email address – you can call them (or text them if they’re company contacts) orsend them a fax directly from this view. Use the Search box to find specific contactsby name, number or extension.

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7. Desktop app

HUD (Heads-up d)isplay)

You’ll see this function if you’ve switched it on in your desktop app settings. In HUD you can view colleagues’ real-time presence status and manage their calls from your desktop. HUD lets you:

• manage multiple incoming calls including transferring calls.• add users to an existing call.• pick up calls on behalf of colleagues.• monitor and listen in to active calls if you’re authorised to do so.• park calls to park location extensions.

Click on Edit (the pencil icon) and then Add to add, delete and rearrange extensions (drag-n-drop) in the HUD contact list. The Undock icon lets you use HUD and other desktop app functions side-by-side. You can use the Search box to find contacts in HUD by name or extension. Hover over the user to make calls, send text messages or for quick transfer and conferencing options.

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7. Desktop app

If they’re on a call and you’re authorised to monitor their calls, you can click on Monitor and listen in. The Monitoring call screen gives you further options to join the call – Whisper, Barge or Take over (see section 9).

Click on Selective ringing (the phone with tick icon) to mute calls to selected users you are monitoring, so they’re not displayed as incoming calls. It’s still possible to pick these calls up manually from the HUD.

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7. Desktop app

If you’re part of a park location group you can use HUD to park calls to the extension that’s been assigned to the group. To park an active call, just hover over the park location extension and click on Park.

A park location can only have one parked call at a time that can be picked up by any member of the park location group. You’ll see if there’s a call already parked – to answer it, hover over the park location extension and click Pickup.

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7. Desktop app

Dialpad

To speak to someone, use the keypad in the Dial pad view to dial their number manually or click on the ‘+’ symbol to find their details in the directory, then click on the green Call button to connect. Caller ID lets you set the number you want people to see when you call them, or you can choose to block it altogether if you prefer.

You can make a call in other ways too by clicking on the Call icon wherever it appears: in your Favourites, when listening to voicemail or reading texts, or in the contact information.

You’ll see the Active calls tab when you’re on a call, have calls on hold and incoming calls. The red number on the Dial pad icon tells you how many active calls you have. Click on the Active calls view to manage your active calls (see section 7.2 for more information).

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7. Desktop app

Compose text

To send a business text to one or more company contacts or groups, enter the names or phone numbers manually or select from your Contacts by clicking on the plus sign (+). You can add emojis to express an idea or emotion.

Video conferencing (only for Connect and Collaborate customers).

This loads the BT Cloud Phone meetings app – see section 8.

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7. Desktop app

Start conference

You can use this to host conference calls with up to 1000 attendees. Invite participants by text or email, with the option of using messages with pre-written conference details. Click on Join as host to start the conference.

Compose fax

To send a fax, you can type in the names or phone numbers, or select them from your Contacts by clicking on the plus sign (+). Choose your cover page style – click the View icon to see a sample copy – or create one of your own. Add any extra details and notes, attach or drag and drop the file to be faxed from your computer or an active scanner, then choose to send immediately or at a later date.

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7. Desktop app

View settings

Use this to manage a number of important features and update settings with your preferences:

General provides an overview of connection settings and application behaviour. My extension settings lets you view and change the BT Cloud Phone settings covered in section 5.Sound lets you choose your audio input and output, adjust the volume and test and pick a ringtone.Calls gives you a range of options for handling incoming and outgoing calls.• The Incoming tab is where you can switch the HUD feature on, make sure your extension

rings when users you are monitoring receive a call, select the Auto-answer function and add blocked numbers if you want to prevent certain numbers from calling you.

• In the Outgoing tab, Local dialling can be set up so you don’t have to dial country and area codes before you make local calls. Outbound caller ID sets the number you want people to see when you call them. You can choose to block it altogether if you prefer.

Messaging is where you decide on the notification sound you want to hear when you get a fax or text message, and whether to automatically print incoming faxes.Use Contacts to import contacts and their images from Microsoft Outlook 2013 or Google.

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7. Desktop app

Join now lets you add your Outlook, iCalendar or Google calendar, view upcoming events and join meetings. You’ll need to switch Join now on and allow access to your calendar.Hotkeys lists shortcuts for common tasks. You can replace many of these with shortcuts of your own.Support includes links to the online Help centre. It’s where you can allow access to application logs for remote support and remove desktop app data from your computer.About is where you can take a quick product tour that outlines the main benefits of your service, check for updates and view version details.Logout from the phone number and extension displayed.

My profile

Click on the round profile icon to add a profile picture. Set your presence status as available to take calls, busy, do not disturb or invisible - this will let you have a few minutes uninterrupted when you need it. The default option is Available. Select whether you want to accept calls to call queues (only seen if you are part of a call queue). You can copy your number so it’s easy to add to emails and other documents.

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7. Desktop app

Switch call to this device

The call switch banner appears when you have an active call on another device. Click on the banner to switch the call to the desktop app without missing a word.

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7. Desktop app

These appear while you’re on a call that you’ve made or answered. Use them to help you manage your calls:Mute turns off your microphone.Keypad lets you enter a number from the options given in a call menu.Audio lets you adjust the audio source and volume for the active call.Hold puts the person you’re talking to on hold until you click it again.Record activates On demand call recording for your extension. Recordings are saved in the desktop app call log and in your extension’s online account.Add opens the dial pad to let you invite another person to join in with your call. Add more contacts for an impromptu conference call with up to five people. Click on a contact’s profile picture to remove them from the conference.Transfer will move a call to other extensions or call queues on your BT Cloud Phone system. You can transfer the call directly (cold transfer), choose to introduce your contact being transferring (warm transfer) or transfer to voicemail if your colleague can’t take the call.Park lets you put a call on hold so that anyone in your network can pick it up. Or, if you’re part of a park location group, you can park it to the park location extension.Flip lets you transfer live calls to another one of your devices without interruption.

7.2 Active call controls

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7. Desktop app

The following will appear while you’re receiving a call:Forward lets you send the call to a forwarding number.Reply sends the caller an audible message from options such as ‘Call me back in five minutes’ or a custom message using text to speech. They can then leave a voicemail or select one of the reply message options, which you’ll then see on your screen.Click Ignore if you don’t want to take the call. The caller will hear a message saying no one is available to take their call.Use To voicemail to forward the call to your voicemail. The down arrow gives you the option to Screen voicemail. This sends the caller to voicemail but lets you listen to the message and pick up if you decide to take the call.Answer connects you to your caller. You’ll now see the active call controls shown on the previous page.

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7. Desktop app

When someone calls and you’re already on a call, the incoming call window gives you two options for answering the new call – click Answer and end to end the live call and answer the new one or Answer and hold to put the live call on hold and answer the new one. You can do this for up to five calls (only one of them can be an outgoing call). Any further calls will go direct to voicemail. The red number on the Calls icon tells you how many active calls (current calls, calls on hold and incoming calls) you have.

To manage your active calls, click on the Dial pad icon and then the Calls view. Click End call when you’ve finished the call you’re on, Resume to take a call off hold, or Add to conference if you want to add the call on hold to the call you’re already on.

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8. Meetings app

The meetings app is only available for Connect customers (up to 50 participants) and Collaborate customers (up to 75 participants). With the BT Cloud Phone meetings app you can hold face-to-face meetings and share your desktop or documents with anyone, anytime, anywhere. If you’re using your computer download it from the Tools tab on your dashboard; visit your apps store for a smartphone or tablet version.

It’s easy to get started – just sign in using your BT Cloud Phone account number and password. There are options to sign in with email if this is set up in your user details, or using a Google account if you’ve got one.

Hosting meetings is simple. BT Cloud Phone meetings app integrates with your Outlook, iCalendar and Google calendar to help make sure nothing gets double booked. Anyone can attend your meetings, including people outside your BT Cloud Phone system. Whoever you invite will be prompted to download the app and join a meeting using your meeting ID.

When you sign in you’ll see the home screen with menu options to meet now or schedule a meeting.

8.1 Host a meeting

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8. Meetings app

Meet Now: Start with or without videoChoose to host the meeting with screen sharing or video (from your webcam). Share screen meetings are a good choice for sales presentations, training and reviewing documents. Video meetings are great for face-to-face discussions.

Meeting controls are on the bottom or the top of the screen. Invite people to your meeting by email. During a meeting, anyone can click Share Screen to share files, windows, applications, or their entire desktop display. And they can start text chat with individuals or the group. There are mark-up features that are useful for highlighting parts of the shared screen. As the meeting host you can record meetings by clicking the Record icon while a meeting is in progress. Click again to stop recording. Recordings are saved to the desktop computer, in the documents folder. They’re easily accessed through the Meetings option in the bottom bar and the Recorded tab.

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8. Meetings app

Schedule meetingThis option lets you to create a one-off or recurring meeting. Select a date and time for your meeting, choose to start the meeting with video or with screen sharing and then your audio options. Create a meeting password if you wish. If you’re set up to schedule meetings for other users, you can select the meeting host in the Schedule for drop down box.

Click on Schedule and a meeting is created in your selected calendar program. Edit meeting details and use your calendar program to invite participants. For Other calendars, copy meeting details to the clipboard, open and paste meeting details into your other calendar program, and invite participants.

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Click on Meetings in the bottom bar to bring up details of Upcoming meetings and to start, edit, delete, or copy them. In the Recorded tab you can listen to recording of previous meetings.

8. Meetings app

It’s also easy to join a meeting – click the link in the invitation email or other message. Or click Join on the meeting app home screen and enter the meeting ID and your name.

The meetings app for mobiles offers similar features but with a slightly different navigation and menu.

8.2 Join a meeting

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8. Meetings app

Select Meetings in the Tools tab to bring up Meetings reports where you can view and download a usage report, showing your meetings activity during a set period.

8.3 Meetings reports

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Call monitoring allows authorised users (such as supervisors or team leaders) to access and take part in calls made by other users in real time. You’ll only be able to monitor calls or be monitored if you’re part of a call monitoring group set up by an administrator. A call can only be monitored by one authorised user at a time.

If you’re monitoring calls, you’ll need to check or set up your Presence under Phones and numbers (see section 5.2), making sure that the extensions being monitored appear on your phone. If a monitored user is on the phone you’ll see a notification icon next to that person’s name.

9. Call monitoring and call park

Call monitoring options

Monitor allows you to listen in and monitor another user’s call.There are three options for you to join the call, not just listen to it:Whisper lets you talk to another user during a call, without the caller hearing. You can use this to coach users and help them handle calls.Barge allows you to join the call and get involved in the conversation.Take over lets you take over a call and free up the other user.Call monitoring works best if you have a phone with presence capability, including status indicator lights that let you see who’s available, busy, or on hold.

Call monitoring on your phone

9.1 Call monitoring

To Monitor a call press the soft key on your phone for the extension you’re listening to.

For Whisper, press the soft key on your phone for the extension you’re listening to, then *81. Press *80 to go back to Monitor.

For Barge, press the soft key on your phone for the extension you’re listening to, then *82. Press *80 to go back to Monitor.

For Take Over, press the soft key on your phone for the extension you’re listening to, then *83. Press *80 to go back to Monitor.

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9. Call monitoring and call park

Call park is a feature that lets you put an active call on hold and park it at a virtual extension so it can be picked up on any other BT Cloud Phone user.

You can park calls using the call park softkey if you have one on your device or app. If you don’t, press ##*3 to park an active call. The system will let you know the extension that the call is parked on. Make a note of it, hang up and let other users know where the call is parked. To retrieve a parked call if you don’t have a pickup softkey on your device or app, press the star (*) key, then the extension number where the call is parked.

Remember to only use call park if you want another user to pick up the call, otherwise press Hold.

If the parked call has not been picked up after a set time, the call will ring back to the phone where the call was answered and parked from.

9.2 Public call park

A Park location is a group of users who can park calls for each other on a dedicated extension. It can only have one parked call at a time that can be picked up by any member of the Park location group. They’ll need to have a phone with presence capability or be using the Desktop app HUD or Mobile app.

To park a call to the park location extension, just press the Park location soft key on your device. To retrieve the call, press the Park location soft key again on any authorised extension.

If you’re using the Desktop app, you’ll see the Park location extension in your list of contacts on HUD. To park an active call, just hover over the Park location extension and click on Park. You’ll see if there’s a call already parked - to answer it, hover over the Park location extension and click Pickup.

9.3 Park locations

For call monitoring on a phone without presence capability:Press *80 and you’ll be prompted to enter the extension number you want to monitor.Then press *81 for Whisper, or *82 for Barge or *83 for Take over of calls.Press *80 to go back to Monitor.

Call monitoring on the desktop app HUDTo monitor calls on the desktop app HUD, hover over the user you’re monitoring when they’re on a call and click on Monitor. A Monitoring call window opens with Whisper, Barge and Take over options.

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Integrations bring the functions and features of BT Cloud Phone into the applications you use every day, eliminating the need to switch between programs to call, fax, text, and meet.

10. BT Cloud Phone integrations

BT Cloud Phone for Office 365 is available for all BT Cloud Phone users running Office 365 with Google Chrome web browser. Just visit the Chrome Web Store to download the extension.

The app integrates directly with your existing Office 365 account. You can use it with any BT Cloud Phone device. Calls can be made and received without leaving Office 365 using the Mail application and your internet connection. For example, to place a call from Office 365 Mail, simply click on a phone number anywhere it appears in Mail. BT Cloud Phone uses WebRTC to connect the call directly in your internet browser.

Here are some of the features you’ll be able to access:

• Make outbound calls directly from the Office 365 Mail app, or redirect to dial out from a device of your choosing – such as your desk phone or mobile device.

• Click to dial any phone number that appears in your Office 365 Mail messages.

• Instantly view incoming calls while working within the Office 365 Mail application.

• Save time and drive productivity without opening multiple applications or programs.

• View your complete communications history – calls, texts, faxes, and voicemails – within Outlook.

• Schedule BT Cloud Phone meetings and conference calls from within the Office 365 Calendar.

• View all RingCentral and Office 365 contacts on one easily searchable screen.

• Make and receive calls directly through your internet browser with WebRTC.

10.1 Microsoft Office 365

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BT Cloud Phone for Google is available for all users with an active Google account and using Chrome web browser. Just visit the Chrome Web Store to download the extension.

The app runs in your Gmail account (you’ll see it on the right hand side) and can be used to place and receive calls directly through your internet browser with WebRTC. You can use it with any BT Cloud Phone device. Click on the gear icon in the top navigation bar to see the following options:

Direct number: This is the number used for outgoing call. This field can’t be left blank.

Press 1 to start a call: When you make a call, BT Cloud Phone will first call you at your BT Cloud Phone Direct Number. If you’ve ticked this option, when you answer the call, you’ll have the option to press 1 to connect to the dialled number. If it’s not ticked, then BT Cloud Phone will call your number and the dialled number at the same time.

Google contacts: Displays the BT Cloud Phone for Google authorisation status. As a user you must authorise BT Cloud Phone for Google so it can view your Google contacts.

Click the Save button to save your settings. These settings are cleared when you log out of the App, but are retained if you only log out from Gmail and you’ve selected Remember me on the app login screen.

There’s access to BT Cloud Phone functions from the navigation bar on the left.

To place a call from within Gmail, simply click on a telephone number, and BT Cloud Phone will connect the call.

Here are some of the features you’ll be able to access:• Make or receive calls through the BT Cloud Phone system directly from your

Gmail account.• Schedule BT Cloud Phone meeting and conference calls from your Google calendar.• Click to dial any phone number in Gmail.• Listen to your voicemails directly in Gmail.• View your complete communications history – calls, texts, faxes, and voicemails.

10. BT Cloud Phone integrations

10.2 Google

10.3 Skype for Business BT Cloud Phone for Skype for Business is available for all users of Skype for Business running Windows 7 or later.

The app lets you make and receive BT Cloud Phone calls, send and receive texts, start online meetings and host audio conferences and update your presence status, all within Skype for Business.

There’s a download link in the Help Centre at support.btcloudphone.bt.com. Look for CRM Integrations in the left hand menu.

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The BT Cloud Phone meetings plug-in for Microsoft Outlook only applies to Connect and Collaborate customers.It lets you schedule or start a meeting directly from Outlook. A scheduled event in Outlook is automatically synchronised with the BT Cloud Phone meetings app. It’s available from the Tools tab on your My extension portal. You’ll need to select Meetings then Meetings Outlook plugin from the downloads options.

10. BT Cloud Phone integrations

10.4 Meetings plug-in for Microsoft Outlook

BT Cloud Phone for Microsoft Dynamics CRM only applies to Connect and Collaborate customers who are running Microsoft Dynamics CRM 2016 and above.

With this integration you can call leads and customers from within Microsoft Dynamics 365 and automatically match incoming callers to existing contact records and display them on-screen. You can automatically save notes logged during or after a call.

There’s a download link in the Help Centre at support.btcloudphone.bt.com. Look for CRM Integrations in the left hand menu.

This app only applies to Connect and Collaborate customers who are running Salesforce CRM from Salesforce.com.

The app enhances your Salesforce experience with seamless integration between your BT Cloud Phone system and your Salesforce CRM, improving workflow and increasing productivity. You can make calls from within Salesforce just by clicking on the contact or account records. Your incoming calls trigger a pop-up window that shows you the caller’s account information, so you always have the information that you need right in front of you. You can attach call notes to contact records to make sure that nothing is missed or forgotten, whoever speaks to that contact next time.

You can download App for Salesforce from the Tools tab on your dashboard. Your computer should have the BT Cloud Phone desktop app installed and running. Once App for Salesforce has been activated, it will appear inside your Salesforce account.

You can also download the BT Cloud Phone for Salesforce User Guide for more on how to use this application.

10.5 Microsoft Dynamics CRM

10.6 Salesforce

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This app only applies to Connect and Collaborate customers who are running Zendesk customer service software.If your administrator has installed the BT Cloud Phone app for Zendesk, you can make or receive calls through the BT Cloud Phone system, directly from your account within Zendesk. You can use the app with any BT Cloud Phone device, including your desk phone, the BT Cloud Phone mobile app and BT Cloud Phone desktop app, for dialling and call handling. You can make calls from Zendesk by simply clicking on the phone numbers. For incoming calls, the app automatically brings up any matching customer record. Tickets are created automatically when a call arrives.You can also download the BT Cloud Phone for Zendesk User Guide for more on how to use this application.

10.7 Zendesk

This app only applies to Connect and Collaborate customers who are running Desk.com customer service software.

If your administrator has installed the BT Cloud Phone app for Desk, you can make or receive calls through the BT Cloud Phone system, directly from your account within Desk.com. You can use the app with any BT Cloud Phone device, including your desk phone, the BT Cloud Phone mobile app and BT Cloud Phone desktop app, for dialling and call handling. You can make calls from Desk.com, using BT Cloud Phone RingOut, just by clicking on the phone number displayed on your screen. Incoming calls trigger the app to automatically bring up available matching customer records and create new cases.

You can also download the BT Cloud Phone for Desk User Guide for more on how to use this application.

10.8 Desk

10. BT Cloud Phone integrations

November 2017

Offices WorldwideThe services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc’s respective standard conditions of contract. Nothing in this publication forms any part of any contract. © British Telecommunications plc 2017. Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No. 1800000.